1. The Customer of the Future The Secret to Creating Life Long Customers © The Solomon Group, Inc. 2006

2. The Customer of the Future “In the mind of a beginner, all things are possible. But in the mind of an expert, only a few…” -D.T. Suzuki

3. The Customer of the Future Oh how our world has changed…. The New Normal

4. The Customer of the Future The New Normal… “In the New Normal, the opportunities for success are plentiful. The trouble is, those opportunities are often different from the ones we are accustomed to. To exploit them, we have to think in new ways about ourselves and about the future.” - Robert McNamee

5. The Customer of the Future Dynamic Everyday Change in Technology

6. The Customer of the Future “Technology doesn’t make you less stupid; It just makes you stupid faster.” Andy Grove, Intel

7. The Customer of the Future Dynamic Everyday Change in Technology Constant Escalation of Customer Expectations

8. The Customer of the Future Dynamic Everyday Change in Technology Constant Escalation of Customer Expectations The Power of One

9. The Customer of the Future Dynamic Everyday Change in Technology Constant Escalation of Customer Expectations The Power of One Time is the New Currency

10. The Customer of the Future Dynamic Everyday Change in Technology Constant Escalation of Customer Expectations The Power of One Time is the New Currency Everything is a commodity, the only true differentiator… is service

11. The Customer of the Future Of Customers Who Defect 80% Are Satisfied

12. The Customer of the Future Satisfaction is no longer enough…

13. The Customer of the Future A True Customer Dialog

14. The Customer of the Future Creating a True Customer Dialog…

15. The Customer of the Future Creating a True Customer Dialog… 1)Only ask what you are willing to act on

16. The Customer of the Future Creating a True Customer Dialog… 1)Only ask what you are willing to act on 2)Talk to the right people

17. The Customer of the Future Creating a True Customer Dialog… 1)Only ask what you are willing to act on 2)Talk to the right people 3)You don’t necessarily have to ask

18. The Customer of the Future Creating a True Customer Dialog… 1)Only ask what you are willing to act on 2)Talk to the right people 3)You don’t necessarily have to ask 4) Everyone must share the knowledge

19. The Customer of the Future Creating a True Customer Dialog… 1)Only ask what you are willing to act on 2)Talk to the right people 3)You don’t necessarily have to ask 4) Everyone must share the knowledge 5)Define the experience, then create it… every time

20. The Customer of the Future “The arrogance of success is to think that what you did yesterday, is good enough for tomorrow.” William Pollard Soul of the Firm

21. The Customer of the Future How do we create true loyalty for our customers and our employees?

22. The Customer of the Future It's All About The Culture Can we create a Passionate Purpose?

23. The Customer of the Future It's All About The Culture “If you don’t know where you’re going, you’ll wind up somewhere else.” - Yogi Berra

24. The Customer of the Future It's All About The Culture Can we commit to hiring and retaining the right people?

25. The Customer of the Future It's All About The Culture Can we take the time to create world class employees…so they can create world class experiences?

26. The Customer of the Future It's All About The Culture Can we commit to being open to new ideas and plans?

27. The Customer of the Future It's All About The Culture Can we commit to focusing on the priorities… and not the noise?

28. The Customer of the Future It's All About The Culture Can we commit to modeling the behaviors we want to see?

29. The Customer of the Future It's All About The Culture Can we commit to rewarding people with our attention and time rather than only with their paychecks?

30. The Customer of the Future “ Those who will be successful in the future will operate from four dimensions: vision, reality, ethics and courage.” - Peter Koestenbaum, Philosopher

31. The Customer of the Future The Solomon Group, Inc. www.CindySolomon.com Cindy@CindySolomon.com 4414 24 th Street San Francisco, CA 94114 415-401-8646